Citation:

Krishna Chaithanya Vuppala , 2026. "AI & NLP in CRM: How Large Language Models are Changing Customer Interactions in SMS & Webchat ", ESP Journal of Engineering & Technology Advancements  6(1): 74-78.

Abstract:

The Customer Service workspace channels like SMS and webchat are a tough nut to crack to automate within the CRM systems. Mainly because of the unstructured, informal and context dependent nature of human language. Classical chatbots work based on the traditional rule based and key word driven workflows. They often fail with the real-world conversational variability leading to poor customer experiences and agent workload increase. The latest improvements in Natural Language Processing (NLP), especially with the large language models (LMs) fundamentally shifted how CRM systems interpret and respond to customer messages.

References:

[1] Vaswani et al. (2017). Attention Is All You Need.

[2] Brown et al. (2020). Language Models Are Few-Shot Learners.

[3] Google AI Blog – “Advances in Dialog Understanding”

[4] Microsoft Research – “LLMs in Enterprise Workflows”

[5] McKinsey – “AI’s Impact on Customer Operations”

[6] Gartner – “Conversational AI Market Forecast”

Keywords:

Large Language Models (LLMs), Natural Language Processing (NLP), Customer Relationship Management (CRM), Conversational AI, Customer service automation, SMS and webchat, Customer experience.